Job Responsibilities:Provide 1st / 2nd level of helpdesk support to our international clients via phone, chats, or emails in a timely and professional..
Job Responsibilities:
Provide 1st / 2nd level of helpdesk support to our international clients via phone, chats, or emails in a timely and professional manner.
Ensure incidents are logged and updated in the Zendesk ticketing system.
Monitor all ticket statuses in Zendesk and ensure issues are followed through and closed satisfactorily.
Build a good rapport with clients.
Learn and achieve a good understanding of product features.
Diagnose and resolve technical problems, escalate complex issues to appropriate teams when necessary.
Guide customers through troubleshooting steps and provide clear and concise instructions.
Document customer interactions, technical solutions, and troubleshooting steps.
Collaborate with cross-functional teams, including Engineering and Product Management, to resolve technical issues and improve product functionality.
Perform testing tasks based on Use Case scenarios.
Work in Batam/Bandung office
No hybrid/remote/WFH options
Job Requirements:
Good command of English is a must.
Educational background in IT software is required.
Knowledge of support framework best practices.
Minimum of 2 years of experience in a technical customer support or application customer support role, preferably in a software or technology company.
Strong technical aptitude and troubleshooting skills, with the ability to analyze and solve complex technical problems.
Excellent communication skills, both written and verbal, with the ability to communicate technical information to non-technical users effectively.
Ability to work independently and collaboratively in a fast-paced environment.
Proficiency in using SQL commands.
Proficiency in using a ticketing system such as Zendesk will be an advantage.
Ability to communicate (verbally and in writing) with Mandarin-speaking clients will be an advantage.
